Duties and Responsibilities:

• Provide day-to-day leadership, coaching, and support to regional Program Navigators.
• Monitor caseloads and task log to ensure timely, accurate, and equitable service delivery.
• Review applications, documentation, and case notes for quality assurance and compliance.
• Ensure on-boarding, training, and professional development of navigation staff including identifying appropriate skill building trainings.
• Serve as a point of contact for escalation of complex cases or sensitive situations.
• Assist victims with completing crime victim compensation applications.
• Assist victims with retrieving documents and forms for compensation applications.
• Interview victims to obtain all available and necessary information for the compensation application.
• Engage various local and/or public offices and organizations such as police departments, prosecuting offices, hospitals, and other providers to provide education on the Navigator program, offer program materials/resources and trainings.
• Keep accurate data of victim’s application progress by use of excel or other state issued software to measure success and application status.
• Follow-up with victims to ensure they have the appropriate information and documentation necessary to file a completed claim.
• Assist victims with retrieving police reports, medical receipts, funeral home receipts, pay stubs from victim’s employer and other essential documents.
• Ensure victim’s claim is accurate and ready to submit.
• Follow-up with victims and agencies as appropriate.
• Work in conjunction with the victim and the program analysts in a timely manner which may include victim follow-up, outcome evaluation and victim contact sheets.
• Review correspondence submitted to the Compensation Program to ensure information has been entered into the appropriate system and disposed, if necessary, according to law, policy, and operational procedures.
• All communication will be guided by confidentiality policies.
• Professional courtesy and the highest standard of customer service is required always in all communications with internal and external customers.
• Provide information to claimants, providers and others while maintaining confidentiality of personal information of individuals as required by statute.
• Information is obtained from the data screen, the file, or written or verbal instructions and is provided according to written procedure or verbal instruction.
• Ensure analysts and supervisors receive completed applications so they can make the most appropriate decisions regarding eligibility and approval of compensation benefits.
• Lead Program Navigator will attend all training sessions established by Division of Victim Services to ensure quality victim service and a high level of skill and efficiency on phone interviews to complete thorough and accurate application assistance for victims.
• Attend daily meetings with compensation staff and other meetings as required.
• Assist with office duties assigned by supervisor.
• Always represent the best interests of MDHHS and MPHI.
• Other duties as assigned.

Qualifications/Requirements:

• Knowledge of the Division of Victim Services, Compensation Program, MDHHS policies, programs, and operational procedures.
• Knowledge of laws and policies pertaining to crime victims.
• Proficiency in Microsoft Office specifically Word, Excel, PowerPoint, and Outlook.
• Self-motivated and able to complete work in a timely manner.
• Effective interpersonal communication skills, both verbal and written.
• Ability to work effectively in a fast-paced environment.
• Ability to maintain the highest confidentiality and privacy standards.
• varying backgrounds.
• Ability to maintain confidentiality in accordance with laws, regulations, policies, and procedures.

RESPONSIBILITY FOR THE WORK OF OTHERS: Responsible for supervising 4 regional Program Navigators.

REQUIRED COMMUNICATION